What are the responsibilities and job description for the Social Media Coordinator Job at Bausch & Lomb GmbH in City of Rochester position at Bausch & Lomb GmbH?
Bausch Lomb (NYSE / TSX : BLCO) is a leading global eye health company dedicated to protecting and enhancing the gift of sight for millions of people around the world—from the moment of birth through every phase of life. Our mission is simple, yet powerful : helping you see better, to live better.
This position is responsible for effective resolution of consumer inquiries and complaints and for the receipt, documentation, classification, and processing of product complaints within regulatory guidelines, for North America received through company sponsored Social Media Sites. This position is the primary lead for handling social media interactions within the Customer Care team.
Responsibilities
Monitor Social Media platforms; including, Facebook, Twitter, LinkedIn, Pinterest, and Instagram
Manage high traffic promoted ads
Determine if response can be made on the public “wall” or needs to be taken offline to be handled
Respond to all postings from consumer within 24 hours- Seven days a week, including :
Anything that the brand can help “solve” for a consumer
Product-related questions (where to purchase, how to use, etc.)
Consumer issues / complaints related to the brand
Positive and negative feedback
Off label use
Adverse events or complaints
Research person who created the post to measure brand impact (e.g. number of followers, employer)
Demonstrate high level, independent decision making with response to after hours and weekend posts
If necessary, gather information from other sources to respond to the post or answer any questions : Regulatory- Pharmacovigilance, R&D, all other Bausch Lomb sites worldwide, Marketing, Legal
Log any reported Product Complaints or Adverse Events using the established protocol
Forward any necessary information to Product Managers (e.g. positive comments, trending product and / or promotional concerns (rebates))
Monitor BL Customer Care and Complaint Follow Up email boxes
Complete all necessary follow-up actions, which could include multiple touch points with a consumer
In addition, perform Core Customer Care Agent Responsibilities and Senior function, when needed :
Receive inbound activity through phone, mail, Internet or other electronic channels and respond accurately, promptly and efficiently
Respond to consumer inquiries / complaints by composing written documentation and choosing the appropriate letter; achieve department metrics and standards
Demonstrate a high level of entry and accuracy while processing product inquiry or complaint information
Enter consumer information and document the nature of the call into the designated complaint management system
Classify product complaint and Adverse Event according to the Standard Operating Procedures (SOP) in a highly accurate and timely manner
Provide support and technical expertise in the handling of problem resolution, special consumer requests, and technical inquiries
Perform follow-up activities as necessary - including call backs, ordering replacements, and sending product retrieval labels and packaging
Resolve promotional offer inquiries and complaints by explaining promotional offers, coordinating information with Marketing and maintaining current information
Demonstrate comprehensive knowledge of company products, policies, procedures and regulatory guidelines, appropriate business procedures and customer service skills and sound judgment in making critical decisions; support product introductions, changes and discontinuations
Actively seek information from product managers and third-party vendors when appropriate
Meet acceptable metrics for schedule adherence, call handling, and other areas as determined by management
Point Person for consumer-related issues escalated by team members
Manage communication within Drug Safety (Pharmacovigilance) email box
May collaborate with team leadership to support reconciliation reporting
May support training of new and existing employees
Act as a mentor to junior team members
Qualifications
Proficient and knowledgeable in Social Media; familiar with mainstream social channels
Excellent communication skills (verbal, phone and written); with a strong emphasis on written communication
High level of proficiency managing multiple systems
Strong organizational skills
Ability to handle multiple tasks and use good judgment during pressure situations in a fast-paced environment
Demonstrates a high level of aptitude managing multiple computer applications
Collaborates effectively in a small team environment and can work independently when needed
Acts with urgency to bring resolution to consumer questions / concerns; holds himself / herself accountable for individual performance and overall contribution to the team
Accurate, professional, solution-oriented and customer-friendly communication style
Flexible, motivated, and driven team-player with passion for customer service and creating a positive customer experience
Demonstrated proficiency in team functions, including high level product knowledge and process / procedural management
Approaches tasks with a positive, proactive attitude
Dependable and consistent attendance
Experience with Social Media other than personal use preferred and 1 year customer service experience
Associate or Bachelor’s Degree preferred
Experience with the following computer applications preferred : Sprout Social, Genesys, Salesforce.com, Microsoft Excel, and Web
This position may be available in the following location(s) : Rochester, NY
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